When customers and employees have issues, many prefer to find an answer themselves rather than contacting customer service or an internal helpdesk. To address this need, companies require an easy‑to‑use and efficient knowledge management solution that makes it easy to incorporate knowledge creation—and ongoing improvements—into everyday work.
ServiceNow® Knowledge Management provides an out‑of‑the‑box knowledge experience for customers, employees, and the agents who serve them. Powerful workflow and publishing tools let agents search for—as well as create—knowledge content while resolving issues. Integration with the Service Portal lets customers and employees quickly find solutions that boost satisfaction and reduce service costs.
Provide an effortless experience for customers and agents with self‑service options. Connect customer service with other departments to identify and resolve issues faster, reduce costs, and increase satisfaction. Proactively eliminate problems by analyzing trends and monitoring events.
Consolidating fragmented tools and legacy systems while automating service management processes drives productivity, innovation, and end user satisfaction with effortless self‑help. Capture and package knowledge from across the organization and make it readily available for shared use by employees.
Every day, thousands of HR service requests move back and forth between people and departments, creating inefficiencies and lengthy delays. Replace these unstructured work patterns of the past and make it easy for employees to get the service they need.